Claims Process is Infuriating

This is the second time I'm having an uphill battle with Oneplan's pet insurance claims department and the second time I'm leaving a 1 star review. The first time I was assisted by management to resolve the issue and I removed the review thinking I'd give them another chance. Yet here we are again. This time around:

I took two of my dogs to the vet. I submitted two separate invoices, with each pet name on the invoices and separate invoice numbers. Both invoices in the amount of 165.00 and I swiped for those amounts separately (2x 165.00) with my Oneplan card. I also made two claims of 165.00 under each pet name. Very simple and clear.

One of them was approved for the one dog. The second claim I was told is still outstanding documentation. I contacted support via whatsapp and asked what's going on because I already submitted both invoices. I was told that the credit card payment receipt, stapled to the invoice, was obscuring some of the details and to resubmit it with the payment receipt moved. I did so and it was resubmitted to claims.

A while later, the claim was rejected as being over the annual limit. I was confused because this couldn't be true with my claims history thus far and when I checked the app, the claim amount had now changed to 1400.00 instead of 165.00. So I submitted a claim for 165.00, swiped for 165.00, submitted an invoice of 165.00 but have a claim of 1400.00 rejected. Please somebody help me understand how any of this happens.

I contacted support again, after being run around all day - only to be informed that it's after hours but they will still assign an after hours care agent to the ticket. Again, a while later, I'm informed that the claim amount exceeds the annual benefit and now, when I check the app, the amount has been updated to 800.00. Still not the 165.00 that I claimed for, swiped for and submitted an invoice for. My call was immediately closed without further explanation.

I now have an outstanding claim for 800.00. This is legitimately the worst insurance experience I have ever had. Keep in mind this is the second time of going through a much similar problem with Oneplan. The last one was just a couple months ago.

So every time I want to claim now, I have to do this back and forth with a non-responsive, non-understanding support line for several days? Who pushes responses back so that my issue gets put "after hours." Is this how they prevent people from claiming on their insurance? I don't have the time or energy for this. I am already researching competitors to switch to.